In an effort to both enhance its current customers' experience and attract new customers, CBTL decided that it was well worth the implementation costs to provide free WiFi. To date, according to informal surveys taken at various locations using the WiFi serivce, the feedback has been only positive.

IT Challenges
In an increasingly competitive vertical market, CBTL was challenged with deploying a cost effective managed WiFi solution that was not going to break the budget. Keys to success of this offering were a quick implementation period, a secure low-cost offering, and minimal interaction from the IT and marketing staff at CBTL. It was imperative that the vendor had a proven track record for success with other retailers/QSR companies and could enable a service which was easy to use for the CBTL patrons.

The IRG Solution
The IRG|WiFi product from IRG was chosen by CBTL due to the product's ability to meet the defined requirements and IRG's vast experience in the WiFi marketplace.

VP of Supply Chain, Paul Balzer, selected IRG to provide WiFi because of the assurance they could deliver what they promised to their customers. "Paid WiFi is a significant cost to the customer," says Balzer. "We wanted to reward our frequent customers and actively influence new traffic with free Internet service. Since offering reliable and totally free hotspots, our store teams have noticed an increase in store traffic as well as higher sales per order. Providing this service only enhances our company's commitment to creating a warm and inviting customer experience."

Balzer and IRG agreed on a two- to three-month rollout schedule. IRG coordinated the schedule, and an IRG technician went to each of the locations rolling out WiFi to conduct the installation. "Store managers had to know when the technician was arriving for a number of reasons," says Balzer. "A manager had to be on-site in case the technician needed access to back rooms or had questions. The IRG technician installed the wireless router, started service, and tested it." Activating all of the locations very quickly was imperative as CBTL had already promised its customers that this service would be provided. IRG got the job done in less than 60 days, courtesy of the hardworking and dedicated Project Management staffs at both organizations.

CBTL is routinely seeing stores average 50 sessions per week for lower volume stores, to nearly 500 sessions per week for higher volume locations. The response has been overwhelming by the CBTL customer base. While WiFi was thought to be a nice value addition to the CBTL atmosphere, it has been proven for many locations to be an absolute necessity.

IRG delivered:

  Provisioning, coordination, and installation of a new broadband network to provide a distinct, secure environment for guest WiFi service.

  Turn-key implementation of the new broadband network and WiFi service, including careful onsite technician logistics to minimize disruption of store operations.

  A flexible WiFi service that offered client marketing personnel control over specific Captive Portal messaging to further drive sales and enhance the end user experience.

  Dedicated Project Management Team for the implementation and the ongoing life-cycle of the partnership.

  Support of existing Dynamic Signage and WiFi service over a single broadband connection.

  Single comprehensive, easy-to-read monthly invoice delivered electronically.